Customer Success Classes Expert

Classes Expert

Tutorful is a six-year-old and thriving tech start-up based in the heart of Sheffield. We make tutoring affordable and accessible to all. We have over 10,000 tutors across the UK delivering over 12,000 lessons per week, both in person and online. Our revolutionary approach to tutoring and our fantastic growth have helped us become recognised as one of the top 100 startups in the UK. We have remained in a strong position and continued to grow in 2020, and we have exciting plans for growth and expansion in 2021 and beyond.


Purpose of the role:

The purpose of the Classes Expert role is to support customers (both tutors and students) by different channels, such as calls, emails and live chat, by giving appropriate advice and recommendations. You will be responsible for onboarding Tutors and reviewing class submissions, putting them on our website and supporting students in all things class related, such as helping them choose their perfect class and customer support.

 Duties of the role:

  • Respond to Tutor and Students queries through calls, emails and live chat through support desk, in a timely and accurate manner
  • Responsible for billing and payment queries and actions
  • Ownership over the Classes frequently asked questions pages on the Tutorful website
  • Meet with tutors to discuss their class proposals and provide guidance on their classes
  • Review Tutor class proposals
  • Administer and update of accounts
  • Review class submissions and inform tutors of changes that need to be made
  • Submit classes once approved to be uploaded onto the website
  • Work with Growth to produce insightful and useful content for tutors
  • Provide updates to the HoCS and Lead on trends and queries coming into the business to help improve customer experience
  • Work in partnership on projects with other teams in the business to provide insight from the Classes expert perspective to champion customers
  • Highlight any technical issues or faults to the HoCS/Leads to help ensure the product is running to the high standards expected
  • Be open to work on new projects and business initiatives in line with business needs
  • Manage time and prioritise tasks effectively
  • Be responsive to feedback

 About you:

You have:

  • A strong understanding of verbal and use of written English
  • Experience of dealing with customers either face to face or over the phone
  • A great understanding of customer service and delighting customers
  • Strong ability to work as part of a team

At Tutorful you can expect a great working environment and to continually improve your skills

  • Starting Salary of £19,000 a year
  • You will have 25 days holiday allowance, with an extra day for each year you are with us, up to 28 days. Need a little more? You can take an additional 5 days as unpaid leave
  • We have flexible working hours over the week around a set of core hours
  • You can work remotely as much as you like, whenever there is a pandemic. As things recover, we aim to get everyone back to the office together on a regular basis but still allowing a lot of flexibility
  • Everyone gets an annual training budget and there are opportunities to attend conferences and in-house training sessions.
  • We have regular company organised socials
  • You get £250 in lesson credit every year to spend on the Tutorful platform

Additional information

  • Remote status

    Flexible remote

We usually respond within a day

Or, know someone who would be a perfect fit? Let them know!


Concept House
S1 4LA Sheffield Directions

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